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1st Level Operations with Italian

Job Description

Date: Mar 14, 2019

Position Purpose:

· Responsible for the coordination, support and execution of 1st Level proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels

· Constitutes first point of contact for specific software and hardware solutions delivered to customers;

· Is responsible for opening trouble tickets, initiation of functional escalation of incidents and receiving orders requests from the customer, in various types of applications

· Handles from reception/creation until closure of the Trouble Tickets and Service Requests from customer and assure the time restoration within SLA. Takes the proper measures (for example functional escalation or participation to work conferences) in order to ensure closing in a correct manner their assignments (tickets/ requests/ orders/ files)

· Coordinates and plans the field organization resources in order of solving the issues occurred in IT/Telecom systems; Offers support to the field engineers during their actions (by phone and e-mail)

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